When it comes to healthcare, patients expect quality, meaning the care they receive will be excellent, and procedures will be successful. But now more than ever, customers are also expecting, even demanding, a good service experience in line with other industries such as shopping, banking or hospitality. This 2 part series is the ultimate training tool for all staff on how to provide excellent customer service as well as how to effectively manage upset or angry customers!
Customer Service: 10 Principles for Building Customer Loyalty & Improving HCAHPS Survey ScoresThe introduction of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey has put a spotlight on Customer Service. These surveys collect and report patient experiences with all staff, not just healthcare providers. Boost HCAHPS survey scores at your facility by training all staff on the 10 Principles for creating loyal customers! |
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Customer Service: Managing Angry Customers & Performing Effective Service RecoverySometimes, despite our best efforts, a customer may become upset or even angry. When this occurs, he or she will expect a lot of effort to make things better. This program explores how to respond appropriately to an upset or angry customer in order to meet, and then exceed their expectations. |
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